Self-Referential alert. (missing the old blink tags from the web circa 1998)

Around minute 8:30 Carly begins telling the story of how we met via a tweet.

Her experience from a few years ago —the first time I’ve heard her speak about it —is one of the most meaningful moments of in my career to date.

I took a few seconds to respond to Carly's tweet, via the hospital's account. I asked a colleague to check in on her —a sign of a great culture is a team who has each others' backs, no questions asked. Did we bend the cost curve or reduce readmissions? No. But we brought just a little more humanity to her visit.

It wasn't about social media. It didn't require a strategy and it wasn't part of a campaign.